Khayyat, Nabaz T.

Heshmati, Almas

Abstract [en]

This study examines the customer satisfaction of telecommunication service in the Kurdistan region of Iraq. The purpose is to identify the key factors determining the customer satisfaction of telecommunication service. A conceptual model is specified and a number of hypotheses tested with a sample of 1,458 Kurdish mobile phone users in 2010. Discrete choice methodology is used to test three models of user satisfaction: Binomial logit model for overall satisfaction, and multinomial logit model for brand use and for handset preferred features. Overall the findings show that the Kurdish customers are generally satisfied with purchased mobile telecomm-unication service. The findings have implications for competition in the market and flows of investment resources to targeted market segments with potential expansion.